Complaints Procedure

Man and Van Peckham Complaints Procedure

Man and Van Peckham is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When that happens, we want to hear from you so that we can put matters right and continuously improve the way we operate. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our commitment to you

We aim to handle all complaints in a fair, timely and transparent way. Whether your concern relates to a home move, office relocation, packing service, storage handling, or any aspect of our removal services, we will treat your complaint seriously. Our objectives are to understand what went wrong, resolve the issue where possible, and learn from the experience to improve our service for future customers.

What is a complaint

A complaint is any expression of dissatisfaction about our service, our staff, or the way your booking or move has been handled, where you would like a response or resolution. This can include issues such as punctuality, conduct of staff, handling of goods, clarity of pricing, quality of communication, or the performance of our vehicles and equipment.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can help clarify the best way forward.

How to make a complaint

You can raise a complaint in writing. Providing your complaint in writing helps us to understand the issue clearly and to keep an accurate record of what has happened. This supports a thorough and fair review.

Please include the following information where possible:

Full name and the name under which the booking was made, the date and time of your move or service, the address where the service was carried out, a clear description of what happened and why you are dissatisfied, the impact the issue has had on you or your property, and what outcome or resolution you are seeking. The more detail you provide, the easier it will be for us to investigate and respond appropriately.

When to make a complaint

We encourage you to raise any concerns as soon as you can after the issue arises. Complaints made promptly, especially those relating to damage or service quality on the day of the move, are easier to investigate because the details are still fresh and any evidence can be collected quickly. However, we will consider complaints raised at a later date, provided they relate to a recent service.

How we will handle your complaint

Once we have received your complaint, we will follow a clear process to review and respond.

First, we will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

Next, we will investigate the complaint. This may include reviewing booking records, job sheets and schedules, speaking to the team members involved in your move, and, where relevant, considering photographs or other evidence you may provide. We may contact you to request further details or clarification to ensure we fully understand the situation.

After the investigation, we will provide you with a written response setting out our findings, whether your complaint has been upheld in full or in part, or not upheld, and the reasons for our decision. Where the complaint is upheld, we will explain what we can offer as a resolution and what steps we will take to help prevent similar issues in the future.

Timescales for response

We aim to resolve complaints as quickly as possible. Many straightforward issues can be reviewed and responded to within a short period. More complex matters, particularly those involving multiple parties or detailed investigation of damage or loss, may take longer to assess. If we need additional time to look into your complaint, we will let you know and keep you updated on progress until our review is complete.

Possible outcomes and remedies

Depending on the nature of the complaint and the outcome of our investigation, remedies may include a clear explanation or apology where service has fallen below our usual standards, practical steps to rectify an issue where this is possible, and, where appropriate and in line with our terms and conditions, a financial gesture or contribution. Any remedy offered will be based on the specific circumstances of the complaint, supporting evidence, and our contractual responsibilities.

If you remain dissatisfied

If you are not satisfied with our final written response, you may reply in writing to explain why you disagree with our findings or the proposed resolution. We will review any additional information you provide and consider whether any further action is appropriate. Once we have carried out this review and confirmed our final position, we may not be able to revisit the same complaint unless significant new evidence comes to light.

Your responsibilities

To help us deal with your complaint effectively, we ask that you provide accurate and complete information, respond to any reasonable requests for further details, treat our team with respect throughout the process, and raise concerns in good faith and with reasonable expectations. We reserve the right to end communication if behaviour becomes abusive, threatening, or unreasonable.

Using this procedure

This complaints procedure applies to customers who have used our man and van, removals, packing, or related services. It is designed to be fair and accessible and to provide a clear route for having your concerns heard. By following this procedure, you help us deliver a better experience for you and for future customers who rely on our moving and transport services.

Man and Van Peckham reviews this complaints procedure periodically to ensure it remains clear, effective, and aligned with best practice in the removals industry. Any updates will apply to future complaints from the date they are introduced.



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Contact us

Company name: Man and Van Peckham Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 133 Copeland Rd
Postal code: SE15 3SN
City: London
Country: United Kingdom

Latitude: 51.4697350 Longitude: -0.0655500
E-mail:
[email protected]

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